Help Desk Analyst II

Posted 3 weeks ago by Robert Half
Fall River, MA
Application ends: March 1, 2023
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Job Description

Description Robert Half is looking for Help Desk Analysts like you to join our team! This long-term contract / contract / temporary to permanent employment opportunity is based in the Fall River, Massachusetts area. The ideal candidate for this position has a can-do attitude and is looking to be part of a highly motivated team. We’re looking for someone who is comfortable handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. One of the most important parts, though, is how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. It is important for the chosen candidate to understand Incident, Problem, Change Management and other processes. It is also important for you to understand how these processes work together to provide superior support and high availability of our business. Can you represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services? This Service Desk Analyst job might be for you. Your duties might include creating knowledge articles and arranging training for other Service Desk Analysts when needed. Analysts may be asked to cover alternative shifts when needed. The ideal candidate for this position is a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment.

Your responsibilities in this role

– Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards

– Provide guidance to Tier 1 support and team members

– Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues

– Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.

– Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory

– Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment

– This job is important because it must facilitate user account management. This includes onboarding, change and departure processes Requirements – Proficient in analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction

– One or more programming or scripting language skills required

– Ability to multitask and communicate effectively with individuals of all backgrounds

– 3+ years’ of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware

– Strong problem solving and analytical skills

– The ideal candidate has ITIL certification

– Foundational knowledge in End-User Support

– Basic Network Troubleshooting experience

– Strong familiarity with LAN (local area networks)

– Command of WANs (Wide Area Network)

– Active Directory experience highly desired

– If you’re looking for job openings and have a combination of superior customer service skills and technical aptitude, you might be a good fit for this position

– Can work independently with minimal supervision

– Technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems

– Excellent written, verbal and social communication skills

Technology Doesn’t Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.

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